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- Tasks: Investigate and resolve tenant complaints, ensuring high customer satisfaction.
- Company: Midland Heart is a leading Housing Association dedicated to providing affordable homes.
- Benefits: Enjoy a flexible work environment with 3 days in the office and 2 days remote.
- Why this job: Join a supportive team recognised as one of the Sunday Times Best Places to Work.
- Qualifications: Experience in complaints handling within housing and strong communication skills required.
- Other info: Applications close on 15th June; assessments include interviews and practical tasks.
The predicted salary is between 28800 - 43200 ÂŁ per year.
Join to apply for the Complaints Officer role at Midland Heart Join to apply for the Complaints Officer role at Midland Heart Get AI-powered advice on this job and more exclusive features. Direct message the job poster from Midland Heart As a leading Housing Association, we take pride in ensuring that our customers receive the highest level of customer service. To support us to achieve this aim, we’re now seeking a Complaints Officer (known internally as a Customer Experience Officer) to join our brilliant Customer Experience team! We are proud to say we have recently been named in the Sunday Times Best Places to Work list, within the Big Organisations category (The Times). As a Complaints Officer, you’ll contribute to us achieving a consistently strong tenant satisfaction rating through effective investigation and resolution of complaints, in line with regulatory requirements, policy and procedures and service standards. As an individual driven by achieving the best possible services for our tenants, you’ll be responsible for investigating any complaint that escalates from the informal stage of our complaints process, liaising directly with internal business stakeholders to identify root cause and ensuring that the complaint is resolved in a timely and efficient manner. Communication is vital to providing a great customer experience. You will be responsible for writing high-quality complex letters to customers, outlining the actions taken to resolve their complaint. Our ideal candidate? The role would suit a resilient and resolution focussed person who is passionate about delivering a positive complaints service, whilst implementing service improvements to prevent future complaints. You’ll also have the following experience/ skills : Demonstrable experience in a complaints handling role in a Housing environment. Experience of managing a caseload of Housing related complaints. Experience of liaising directly with tenants and stakeholders throughout the complaints management process, with experience of challenging and defending opinions. Ability to produce letters and reports to a high standard. Ability to manage and adapt to changing and often conflicting priorities. As a Smart Working organisation, you can expect to a balance of working from the office and from home – typically, you’ll be working from the office 3 days per week and 2 days per week from home. Who is Midland Heart? We\’re one team working together for our tenants. A large, ambitious housing organisation providing people with an affordable place to call home. We value people from all walks of life and strive to create an inclusive environment where you can grow your career and make an impact. We expect a lot from our people, but in return, you\’ll find a supportive and rewarding workplace where great people thrive. Interested? Click on \”Candidate Information\” below for a full Role Profile. Applying is easy – simply register on our candidate portal uploading a CV and provide responses to an application question or two, showing us that you have what it takes to make a success of the role! Applications close at midnight on Sunday 15th June 25. Please note, we reserve the right to close the application process earlier than the advertised closing date based on the volume/quality of applications received. Suitable candidates will be contacted promptly to take part in an assessment/interview onsite at our Birmingham, Bath Row office on Wednesday 25th June 25 – we think assessments should enable candidates to show us what they can do, which is why we’ll ask you to take part in a competency-based interview, a short roleplay and a letter writing task. Full details will be shared in the assessment invite! We’re proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role. Seniority level Seniority level Not Applicable Employment type Employment type Full-time Job function Job function Management and Other Industries Non-profit Organizations, Housing Programs, and Housing and Community Development Referrals increase your chances of interviewing at Midland Heart by 2x Sign in to set job alerts for “Case Manager” roles. 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Complaints Officer employer: Midland Heart
Contact Detail:
Midland Heart Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Officer
✨Tip Number 1
Familiarise yourself with Midland Heart's values and mission. Understanding their commitment to customer service will help you align your responses during the interview, showcasing your passion for delivering a positive complaints service.
✨Tip Number 2
Prepare for the competency-based interview by reflecting on your past experiences in complaints handling. Think of specific examples where you successfully resolved issues, as this will demonstrate your ability to manage a caseload effectively.
✨Tip Number 3
Practice your letter writing skills, as you'll need to produce high-quality correspondence. Consider drafting sample letters that outline complaint resolutions, ensuring they are clear and professional, which will be crucial for the role.
✨Tip Number 4
Be ready to discuss how you handle conflicting priorities. Think of situations where you've had to adapt quickly and manage multiple complaints simultaneously, as this will highlight your resilience and problem-solving skills.
We think you need these skills to ace Complaints Officer
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Complaints Officer. Familiarise yourself with the job description and think about how your experience aligns with their requirements.
Tailor Your CV: Customise your CV to highlight relevant experience in complaints handling, particularly within a housing environment. Use specific examples that demonstrate your ability to manage complaints effectively and improve customer satisfaction.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your passion for delivering excellent customer service. Mention your experience in managing complaints and how you can contribute to Midland Heart's goal of achieving high tenant satisfaction.
Prepare for Assessment Tasks: Since the application process includes a competency-based interview, roleplay, and letter writing task, practice these skills beforehand. Prepare to discuss your approach to resolving complaints and be ready to write a sample letter addressing a hypothetical complaint.
How to prepare for a job interview at Midland Heart
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Complaints Officer. Familiarise yourself with the complaints process and the importance of tenant satisfaction. This will help you answer questions confidently and demonstrate your commitment to providing excellent customer service.
✨Prepare for Competency Questions
Expect competency-based questions that assess your experience in handling complaints. Prepare specific examples from your past roles where you successfully resolved issues, managed caseloads, or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Communication Skills
As a Complaints Officer, strong communication skills are essential. Be ready to discuss how you would write high-quality letters to customers and communicate effectively with stakeholders. You might even be asked to complete a letter writing task during the interview, so practice this beforehand.
✨Demonstrate Resilience and Adaptability
The role requires someone who can handle challenging situations and adapt to changing priorities. Be prepared to share examples of how you've remained resilient in difficult circumstances and how you've successfully managed conflicting demands in previous roles.
